CERTIFICATION SOLUTIONS international Pty Ltd

COMPLAINTS POLICY

To make sure all complaints are managed consistently and fairly, CSi will:

• empower our people at all levels to resolve issues wherever possible when they are first raised by the client or other source.

• immediately identify where the client has an external review option such as a regulator, for example, the Australian Competition and Consumer Commission, ACCC to make the complaint to.

• refer written complaints to CSi’s Managing Director who will ensure they are properly investigated by a member of the management team.

• contact clients or others and respond to their complaints within agreed timeframes.

• treat complaints confidentially and ensure the complainant is not treated differently as a result of lodging a complaint.

• objectively review complaints to decide if our actions were fair and in accordance with our Terms, Conditions and Appeals Procedures.

• report complaint outcomes, resolutions and recommendations for improvements to senior management.

Resolving complaints

CSi is committed to resolving complaints quickly and fairly. We encourage you to speak to your CSi contact person or their manager about any concerns. If you are not happy with their response, you can:

• write to the Managing Director, GPO Box 904, Fairfield, NSW 1860, Australia.

• fax us on 02 9728 7768, +61 2 9728 7786, Attention the Managing Director.

• email us at admin@csi-certification.com